Customer Resolution Associate - Remote

Customer Resolution Associate - Remote

Our work matters. We help people get the medicine they need to feel better and live well. It fuels our passion and drives every decision we make. The Customer Resolution Associate is responsible for processing, communicating, documenting, and tracking member cases for Pharmacy Concierge Services. This position is also responsible for interacting with members, pharmacies, prescribers, or plans to provide support and assistance with concierge program inquiries and other administrative functions.

Responsibilities

Handle phone, email, and fax communications related to the concierge program, including inbound and outbound functions, to members, pharmacies, prescribers, or plans

Process Pharmacy Concierge case management cases, including entering, reviewing, and documenting requests in both the claims processing system and case management system

Establish and maintain case profile; accurately enter member, prescriber, pharmacy, or drug information into case management system

Investigate and resolve phone inquiries in a timely manner; escalate inquiries or issues to appropriate team member as necessary

Manage work queues and volumes to meet client specific turnaround times

Other duties as assigned

Minimum Qualifications

High school diploma from an accredited school or equivalent GED

Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

Strong verbal and written communication skills, interpersonal skills, and attention to detail

Demonstrated organizational and time-management skills

Willingness and ability to learn internal systems / processes / programs

Willingness to work overtime, weekends, and holidays on a rotating basis as needed

Ability to adapt and work collaboratively in a dynamic fast-paced production environment

Basic math skills and general PC knowledge including Microsoft Office, Internet, and email

Ability to work a flexible schedule to accommodate business needs

Preferred Qualifications

Associate's degree in business, health care or related area of study

1 year of customer service experience

1 year of related work experience in PBM / health care

National Pharmacy Technician Certification through PTCB or ExCPT (CPhT)

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures. Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

Potential pay for this position ranges from $17.85 - $25.48 based on experience and skills. To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail.

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law. We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.